Aussie Play Casino - Player’s struggling to access the casino website.

I played no deposit bonus and won 150$. After that I tried to deposit and verify my account with them but I couldn't reach to Aussie Play website from last one month.

Dear Subhanmajhi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://aussieplay.com/en/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Since there is no longer a possibility to register an account from a restricted country (see the screenshot below), I would like you to advise how long ago you have registered your account? Is there a registration email that you could forward to petronela.k@casino.guru?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

When I played Bangladesh was allowed. VPN never used.

Thank you very much, Subhanmajhi, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Subhanmajhi!

I will take care of your complaint from now on. I would like to invite representatives of Aussie Play Casino into this complaint in order to help us resolve the issue.

Hello Subhanmajhi,

Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus 50AUPLAY and your balance was considered as a bonus one until a deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements have been met on 7/4/2021, however the required deposit was never made. Also, the account was never verified over the phone and there were no documents received according to KYC procedure. In addition to that the last login to the account was made on 7/4/2021 and there were no logins anymore before the country became restricted by provider.

However, the best customer experience is the aim of ours and we are ready to make an exception here, so you’ve been emailed with a BTC wallet request in order to proceed with Payout.

Regards,

Aussie Play Casino Team

Thanks to Aussie Play for this exception.

I receive my winnings. Also thanks to Petronela and Martin for helping me.

Hello Subhanmajhi!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.